Must Have List
Medical Information
Vendor Management
Patient Safety Reporting – Highly Preferred
Job Description: Job Title: Medical Information and Customer Engagement Lead
Onsite/Hybrid: Hybrid
Site Location: Princeton Pike
Work Schedule: Weekdays, 8am-5pm
Purpose and Scope of the Position:
The Customer Engagement team aims to strategically design, develop, and evolve industry leading Customer Engagement and Medical Information call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Medical Information Contact Center Strategy. Responsibilities include processes, standards, systems and services including managing the relationship with the Contact Center Partners covering US Medical Information, Global Escalations and Variant Content.
Duties and Responsibilities:
1. Execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance in alignment with WW SCE goals and objectives.
2. Actively engage with all key matrix functions at a Worldwide (WW)/Market level, e.g. WW Customer Engagement Center Leads, WW Medical Content/Pubs Leads, Market Leads and WW Field Medical & Medical Effectiveness Leads, Commercial Business Units, Safety, Quality and Business Solutions in order to:
-Provide an MI request service for managing complex questions in a timely and efficient manner
-Support the delivery of MI to HCPs and patients to meet Market and Regulatory needs
-Provide MI guidance and support for local or WW congress booths as required
3. Relationship lead with all key matrix functions at a US Commercial level in order to:
-Provide a customer information service for managing complex customer interactions in a timely and efficient manner
4. Execute Customer Engagement Center activities, such as:
- Oversight of Supplier Day to Day operations
- MI partner training
- Innovative approach towards service evolution while adhering to budgets and timelines
- Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness
- Delivery of performance reports and insights to stakeholders
- Inspection readiness and audit participation
- Telephony design
5. Monitor performance of MI partner against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.
6. Oversight of team as it relates to:
i. Training Plans for existing and launch products and programs
ii. Quality oversight
iii. Content maintenance and creation to address needs
iv. Escalation support
v. Systems and solutions
vi. Budget & Operational deliverables.
Education:
• PharmD
Qualifications & Experience
• PharmD
• 5 years of experience in Medical Information, Contact Center, or related field with working knowledge of MI principles and regulations
• Leadership skills; Prior Experience managing a diverse team and/or externalized supplier
• Excellence in communication; Ability to establish strong cross functional matrix relationships
• Ability to critically analyze performance against quality measures, metrics, and process
• Strong innovation, decision making and problem-solving skills
• Vendor Management
• Patient Safety Reporting – Preferred
...We are looking for a highly skilled Product Manager to oversee the transition and optimization of Amazon systems using AWS tools equivalent... ...Knowledge Required: The ideal candidate should have a solid understanding of HR and Finance processes, including payroll, benefits...
...Counselor III (LCDC III/LSW/LPC) Requirements: Associate or bachelors degree in human service, social work or behavioral science with proven experience in the field of chemical dependence or mental health treatment required. LCDC III, LPC (preferred), LSW (preferred...
...despite frequent interruptions Ability to be courteous, tactful, and cooperative throughout the workday Ability to use standard office equipment including computers, photocopy, facsimile (FAX) and scanners Knowledge of Title 22, CIHQ, Conditions of Participation...
...residents who are legally authorized to work in the United States with a social... ...vibrant individuals with a passion for assisting both existing and potential clients within... ...remarkable success? Join our fully virtual and work-from-home team, where you can earn an extraordinary...
...works for you. Whether youre looking for a side hustle or a full-time gig, delivering with DoorDash gives you the opportunity to earn... ...DoorDash is a great earnings opportunity for anyone looking for part-time, seasonal, flexible, weekend, after-school, temporary, steady...